Desktop Support Technician

Leidos is seeking a mid-level Desktop Support Technician to support a government site in Norfolk, VA. The role provides desk-side IT support, troubleshoots and repairs IT devices, and manages service tickets as part of the Field Services team.

Responsibilities

• The candidate will be responsible for direct desk-side support to the customer, troubleshooting and repairing IT devices.
• Manage the resolution of customer tickets according to established Service Level Requirements (SLRs).
• Ensure proper ticket-handling according to guidelines set in place.
• Properly troubleshoot and resolve user computer issues including hardware and software-related concerns.
• Ensure customer related tasks are completed within the timeline set.
• Troubleshoot and resolve local and networked Multi-Function Devices, printers, and other hardware components.
• Assist other technicians in resolving complex issues.

Requirements

• Must be a US Citizen and possess a DoD Secret Clearance.
• HS diploma with 4+ years of prior relevant experience, additional related education or certifications may be considered in lieu of experience.
• Valid DoD 8570 IAT Level II: Security+ or higher Certification.
• Must demonstrate expertise in IT Enterprise Operations.
• Experience with Microsoft Windows OS, version 11.
• Experience with HP Service Manager, Remedy, or similar Service/Help Desk ticket management software.
• Basic network troubleshooting skills.
• Excellent customer service skills.
• Excellent oral and written communication skills.

Technologies

• HP Service Manager
• Remedy
• Microsoft Windows OS (Windows 11)
• OTDR (optical time-domain reflectometer)

Benefits

• Competitive compensation
• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement

Nice to Have

• Organized and detail-oriented
• Strong leadership skills
• Self-motivated and self-directing
• Strong collaboration, prioritization, and adaptability skills; relationship building
• Ability to manage and prioritize own work, and that of their team
• Independent decision making
• Analytical thinking; creative problem solving
• Ability to communicate effectively with all organizational levels from SME to Senior Management
• Ability to analyze problems at multiple levels (detail level, overall organizational impact, etc.)